Now showing items 1-2 of 2

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    Research on the influence of service employee emotional intelligence on customer loyalty in the context of service recovery 

    Lin, Yapeng; Li, Zhongwu (National Institute of Development Administration, 2021)

    Developing the service industry remains the focus of China's economic work for a long time to come. At present, the nation is also taking a series of measures to vigorously promote the reform and development of the service industry. At the micro level, although the service enterprise regards "customer is God" for the purpose of the enterprise, the service failure is inevitable in the actual service operation. After the service failure, effective service remedy is the inevitable way for the enterprise to win back customers, and then recover and ...
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    The causal model of factors affecting Thai customer loyalty towards e-commerce business 

    Lalita Puangmaha; Patchanee Cheyjunya (National Institute of Development Administration, 2017)

    This research utilizes the mixed method research with the objectives to develop and to examine the consistency between the causal model of factors affecting Thai customers loyalty towards e-commerce business and the empirical data, furthermore to explore the opinions of academics and online marketers in relating to the marketing communication factors influencing Thai customers loyalty to e-commerce business. The research method has been divided consecutively into two parts which are; Part 1: the quantitative research conducting survey methodology ...